Mak Albania Hotel

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Very friendly staff. Huge room with massive comfortable bed. Nice pool area. Great location.

I must have done at least 100 hotel stays and this is by far the worst. What makes it the worst - the lack of hospitality/empathy/customer service from the staff. 1) To begin with, I booked the hotel room seeing the pictures of the room and the view the room offers. When I visited the hotel, it was completely different, the hotel was renovated with a new facade, that blocks the room's view. When I reached out to the reception saying this is not the room I booked, they said those are old photos and every room now has blocked view. When I said this is the only reason I booked the room and I requested a different room with a better view. The staff said, every room is the same now and I could go write a review online so that the responsible team can look and update the photos. 2) The welcome kit gave us in the room had recommendation of roof top bar in the hotel, I did not find the directions to the rooftop bar and hence I went to the reception to ask about it. They said, they had it 2 years back and it welcome kit is not updated. 3) Worst of all, the thermostat in the room does not work at all. It is only for show. When I turned it on, room turned into a hot box at night. I reduced the temperature from 22 to 10 on the settings and I could not sleep. I called around 3.30 AM at night saying that it is a problem, they sent a technical whose solution was to keep the door and window open for 10 mins and asked to turn off the ac. When this was not cooling the room fast enough, I requested that they give a different room. They said, they can only give us a new room, if we pack the bags and move everything to other room. Even when we said, we just need to sleep and packing everything will be a big task and they said either we pack and move to a new room or we stay in this room. With how unbearably hot the room has become, we decide to spend 20 mins to pack and shift to a new room. They gave a 'Executive suite' according to them and the blinds in the suite had holes in them making the room so bright from their facade's light. When we asked if they could something about it or turn off the facade's light 4am in the when it's almost morning anyway, they said they can't and the best they can do is change rooms again. We barely had the energy to complain further or move rooms again and slept off. We left the hotel as early as we can the next day and spoke to the General Manager and gave her feedback. The only positive thing about the whole experience is that the GM was understanding of the experience we had and hope she takes the feedback to train the staff and update the photos/documentation to provide accurate description of the hotel to the users.

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